Patient Service Representative - Family Practice Center of Westerville

Central Ohio Primary Care•Westerville, OH

About The Position

The Patient Service Representative is a key point of contact for patients and provides a positive customer service experience throughout their visit, including in-person, telehealth, and telephone interactions. The position supports patient registration and insurance verification, payment collection, check-in and check-out, appointment scheduling, patient communications, referrals, EPIC duties, and clerical support. The role also works with the patient portal and may rotate to the front office for check-in and check-out.

Requirements

High school diploma or GED, or at least six months of customer service or healthcare experience.
Excellent interpersonal and verbal communication skills and relationship-building abilities.
Strong organizational and written communication skills.
Ability to multitask, prioritize, manage time effectively, and respond promptly to patients and visitors.
Strong knowledge of HIPAA guidelines, patient privacy, and confidentiality.
Ability to work independently and in a team environment and lead by example.
Excellent computer skills, knowledge of Microsoft programs, and understanding of electronic health record systems.

Nice To Haves

One year of administrative experience in a healthcare-related setting.

Responsibilities

Ensure patients have a positive experience during in-person, telehealth, and telephone interactions.
Communicate regularly with clinical staff and collaborate with the team to meet patient and office needs.
Greet patients and complete established check-in procedures.
Register patients, enter patient information, and verify insurance.
Collect copays, deductibles, and outstanding balances.
Check patients out, schedule follow-up appointments, and communicate necessary information at checkout.
Answer patient and COPC administrative department phone calls and email inquiries promptly, and direct or escalate inquiries when needed.
Contact patients for appointment reminders or scheduling purposes.
Perform clerical tasks, including distributing mail and reports, filing, scanning, scheduling, data entry, managing the electronic fax inbox, and providing general support to office personnel.
Protect patient data confidentiality and stay current with HIPAA regulations.
Work with the patient portal and potentially rotate to front-office check-in and check-out duties.
Perform referrals and EPIC duties.